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A company is a team, funded by customers. A company is expected by customers to operate as "one". Nobody likes to hear evidence that the company is not a real team: "That's handled by X" or "We don't have access to Y". And even worse, recurrence of an issue that customers have already voiced is [...]

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Customer experience maturity happens only through a concerted roadmap designed to guide your organization from its initial efforts to its achievement of differentiated customer experience (CX) with sustained return on investment. When I managed customer experience at semiconductor equipment maker Applied Materials, I plotted out steps we planned to take in order to migrate our [...]

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Customer experience maturity happens only through a concerted roadmap designed to guide your organization from its initial efforts to its achievement of differentiated customer experience (CX) with sustained return on investment. When I managed customer experience at semiconductor equipment maker Applied Materials, I plotted out steps we planned to take in order to migrate our [...]

"
A company is a team, funded by customers. A company is expected by customers to operate as "one". Nobody likes to hear evidence that the company is not a real team: "That's handled by X" or "We don't have access to Y". And even worse, recurrence of an issue that customers have already voiced is [...]

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